Sherri Bates Email & Phone Number

Los Angeles, Ca, Us

Newhall Cal

• Manage 22 installation and repair technicians, overseeing 60-70 daily installs and repairs. Measure daily progress for installs, repairs, safety inspections, and quality. Responsible for team performance, evaluations, and union matters. Increased productivity results by 20% for each team of technicians supervised. Track 1,600 average monthly installations and repairs.• Perform quality and safety observations for installations, including on-site visits and technician co-rides ensuring safety compliance with company standards.

North Hollywood California

• Managed teams totaling 20-22 maintenance administrators responsible for resolving customer service issues related to AT&T phone products and services with an average handle time of 2 calls a minute. Several teams were focused entirely on customer escalations calls. • Excellent cross-team collaborator to resolve customer tickets across departments, ensuring timely follow-up with customers.• Responsible for team performance and evaluations for all targeted metrics.o Analyzed 2600 tickets annually to provide quality feedback to improve employee results. o Conducted 750 desk-side observations annually to analyze trends and change behaviors resulting in a decrease of average handle times. • Resolved customer escalations, worked with regulatory office of president to resolve issues timely to ensure overall customer satisfaction.

North Hollywood California

• Handled incoming repair calls for AT&T’S Service Department, performing circuit diagnostic evaluation for customer resolution. Resolved on average 2 calls per minute resulting in an average of 900 customer contacts per day.• Created tickets and forwarded to the appropriate work group for handling with 95% accuracy for ticket distribution monthly. • Trained office personnel with new and updated processes & procedures. • Conducted initial and advanced training courses for maintenance administrators.